Lisa Grant Email & Phone Number

Whitby, On, Ca

Brooklin, Ontario

Whitby, Ontario

Part-Time Faculty teaching Hospitality Customer Service

Toronto, Ontario

Project manager for national promotions responsible for devising campaigns with partners, building campaign strategies, executing campaigns and measuring success for revenue generation. Subject matter expert for Canadian Anti-Spam Legislation related issues.Accomplishments:37% YOY increase in new customers through partnership promotions 2013-2014.Generated 40% YOY increase in online gift card sales through various promotions.Issued loyalty email communications targeting… Show more Project manager for national promotions responsible for devising campaigns with partners, building campaign strategies, executing campaigns and measuring success for revenue generation. Subject matter expert for Canadian Anti-Spam Legislation related issues.Accomplishments:37% YOY increase in new customers through partnership promotions 2013-2014.Generated 40% YOY increase in online gift card sales through various promotions.Issued loyalty email communications targeting over 1 million impressions - a 64% increase YOY.58% YOY increase in email open rates demonstrating stronger communication, marketing approaches and relevant messaging.Developed national tactical processes and procedures for campaign management.Maximized partnership promotions with Amex, Avis, Aeroplan, Air Canada and Starbucks.Established upsell program. Established and implemented new communication templates according to brand standards. Show less

Project manager for all Delta research projects. Developed and prepared survey questionnaires and research reports.Analyzed customer needs, perceptions, and behaviours through a combination of proprietary and syndicated research studies to improve customer experience and drive retention.Communicated actionable insights and recommendations to executives and CEO.Managed relationships with external research suppliers on research projects. Supported and provided guidance to… Show more Project manager for all Delta research projects. Developed and prepared survey questionnaires and research reports.Analyzed customer needs, perceptions, and behaviours through a combination of proprietary and syndicated research studies to improve customer experience and drive retention.Communicated actionable insights and recommendations to executives and CEO.Managed relationships with external research suppliers on research projects. Supported and provided guidance to various corporate departments on research requirements. Project manager for the development of the revised Delta loyalty program. Member of Strategic Planning Committee (cross-functional team) to determine 5-year plan for Delta Hotels and Resorts. Show less

Successfully managed Guest Experience and Relations department for over 40 properties nationwide. From RFP and vendor selection process, platform development and survey design for three programs, to tracking, trending, monitoring, reporting of results and developing and providing end-user training.Accomplishments:• Developed initiatives at the corporate level to improve operations, and determine future capital spending for brand improvement • Responsible for driving continual… Show more Successfully managed Guest Experience and Relations department for over 40 properties nationwide. From RFP and vendor selection process, platform development and survey design for three programs, to tracking, trending, monitoring, reporting of results and developing and providing end-user training.Accomplishments:• Developed initiatives at the corporate level to improve operations, and determine future capital spending for brand improvement • Responsible for driving continual hotel improvement in key metrics by conducting on-going training. • Established management incentive plan guidelines based on guest experience results.• Instituted and fostered a culture obsessed with guest experience results through new technologies. Show less

Accomplishments:• Led, implemented, and managed Guest Experience Program transition from a paper comment card to online survey platform with robust reporting site.• Developed, prepared and provided analysis and monthly reporting on key loyalty drivers and individual hotels results.• Presented metrics, trends and observations on a quarterly basis to executives and CEO identifying key insights and recommendations gained from guest feedback data.• Increased turnaround time for… Show more Accomplishments:• Led, implemented, and managed Guest Experience Program transition from a paper comment card to online survey platform with robust reporting site.• Developed, prepared and provided analysis and monthly reporting on key loyalty drivers and individual hotels results.• Presented metrics, trends and observations on a quarterly basis to executives and CEO identifying key insights and recommendations gained from guest feedback data.• Increased turnaround time for guest relations 86% to 91% YOY through close monitoring and follow-up.• Increased survey ‘closed’ case rate from 83% to 97% YOY. Show less

Licensed Realtor®, Real Estate

Communications, English

Diploma, General Arts And Science, 4.0 President'S Honour List

Culinary Arts - Hospitality Management Program